Search by job, company or skills

Connecting Chains

Senior Service Delivery Manager

Early Applicant
  • 5 months ago
  • Be among the first 50 applicants

Job Description

We are seeking a dynamic and experienced individual to lead our Service Desk Support team.

The Service Delivery Manager will play a critical role in ensuring the efficient operation of our

service desk, maintaining high levels of customer satisfaction, and driving continuous

improvement initiatives. The ideal candidate will possess strong leadership skills, technical

expertise, and a passion for delivering exceptional support services.

Responsibilities

Demonstrate strong technical understanding of IT systems, applications, and infrastructure

for effective end-user support and issue resolution

Utilize JIRA expertise to streamline incident and problem management processes, track

progress, and facilitate team communication

Create trend reports on recurring incidents, analyze data for patterns, and recommend

proactive measures to improve service reliability

Implement and maintain best practices for incident management, problem resolution, and

escalation procedures, ensuring adherence to industry standards and organizational policies

Ensure compliance with ITIL Service Management principles and knowledge management best

practices for efficient service delivery and knowledge sharing

Interact with customers, addressing needs and concerns for a positive experience, serving as

an escalation point for breach resolutions, and managing escalated incidents to meet SLAs and

customer expectations

Manage and approve SLAs in contracts, negotiating terms as necessary to align with business

objectives

Foster a culture of collaboration, innovation, and continuous learning to drive excellence in

service delivery, while providing leadership and guidance to the service desk support team

Communicate effectively with internal stakeholders, external vendors, and cross-functional

teams to coordinate support activities and achieve objectives, maintaining high organization

levels in service desk operations

Oversee internal Operational Level Agreements (OLAs) and external Service Level Agreements

(SLAs), monitor performance metrics, and collaborate with senior leadership to define and

implement support strategies aligned with business goals and customer needs, contributing

insights to enhance service delivery processes and optimize resource allocation

Collaborating With

Work collaboratively with IT support staff and cross-functional teams to ensure efficient issue

resolution and service delivery across geographies.

More Info

Industry:Other

Function:IT

Job Type:Permanent Job

Date Posted: 23/06/2024

Job ID: 82803709

Report Job

About Company

Hi , want to stand out? Get your resume crafted by experts.

Similar Jobs

Senior Service Delivery Manager

Connecting ChainsCompany Name Confidential

Sr Service Delivery Manager

ResyCompany Name Confidential
Last Updated: 20-11-2024 11:02:02 PM
Home Jobs in Pune Senior Service Delivery Manager